ChargePoint Home Flex Troubleshooting

For model numbers CPH50-NEMA6-50-L23, CPH50-NEMA14-50-L23

Get help troubleshooting issues with ChargePoint Home Flex. Can’t find what you’re looking for? See our ChargePoint Home Resources.

Amperage Output

Why is my ChargePoint Home Flex charging at 16A?

 

If ChargePoint Home Flex has not been activated and the proper amperage selected, it defaults to 16A charging for safety. To set your charger to the proper amperage, click on the Home Charger section of the ChargePoint mobile app and follow the instructions.

What if I don’t see an amperage label next to the breaker or I don’t know my breaker’s amperage rating?

 

During the installation process, your electrician should have applied amperage labels next to the station's circuit breaker and to the bottom of the station to help you set amperage in the app. If you don’t see these labels, call your electrician to ask about the breaker rating. Then, use that breaker rating to select the correct station amperage during the activation flow using the mobile app.

I accidentally set the wrong amperage for ChargePoint Home Flex. What should I do?

 

In the mobile app main menu, select Home Charger, then Settings, and then Breaker Amperage. When prompted, select the appropriate power source and your circuit breaker’s amperage rating. If you’re not sure what the breaker rating is, contact your electrician.

Connectivity

I can’t activate charger or charger is no longer connected

 

Activation of your ChargePoint home charger and use of connected features requires a WiFi connection at the spot where your station has been installed. You may need a range extender to get your WiFi signal to your charger. If your WiFi goes down, your charger will still charge your car on schedule.

I don’t have WiFi coverage in my desired installation location

 

Try another spot or consider a WiFi range extender. We’ve tested our home chargers with the following 802.11bg capable extenders. AMPED Wireless Extenders do not work with Home.

I have problems connecting to WiFi

 

Try the following steps to troubleshoot connection problems.

  1. Check for Internet Access

    Check your WiFi and Internet connection near your charger. If your Internet Service Provider (ISP) connection is down, your charger won’t be able to connect to the Internet, even if your WiFi network is up and running. To make sure your ISP is working, try connecting to the Internet from a computer, tablet or phone while it is connected to your home WiFi network. If you can connect to the Internet via WiFi with another device, the problem is not with your ISP.

  2. Restart Router

    Most of the time, problems with your WiFi access point or router can be resolved with a restart. The best way to restart your router is to unplug it from the wall, wait a few seconds, and plug it back in. Refer to your access point’s manual for more detailed reset instructions.

  3. Check Cable Connections

    Check all your cables and connections. If you still can’t connect to your network or get online, make sure your router is connected to the modem and turned on.

  4. Connect to a different WiFi Network

    If there isn’t a problem with your home network, it could be that you’ve recently changed the name or password of the WiFi network in your home or there’s been a change to your WiFi access point. In this case, you’ll need to go the ChargePoint mobile app and select Reconfigure WiFi from the home charger settings menu.

  5. Call ChargePoint

    If you continue to have problems, call us at 1-888-758-4389.

My Tesla Model 3 or Model Y has issues with scheduled charging

 

Some Tesla Model 3 and Model Y vehicles had a software bug causing the vehicle to not "wake up" for scheduled charging. The vehicle software version 2020.24 or later resolves this issue. To schedule charging with ChargePoint Home, make sure your vehicle software is updated to the latest version. Then, use the ChargePoint app to set your charging schedule to charge when electricity is cheapest. If you still have problems with scheduled charging, contact ChargePoint Support.

Error Messages

Car showing warning or error states with delayed charging

 

If you've scheduled charging, your car may warn you that it is plugged in but not charging. Don’t worry, the car will still charge.

Station shows fault LED indicator

 

If the station’s round LED status light turns red, a fault has been detected and you will not be able to charge your car. Try these steps, stopping as soon as the fault is resolved:

  1. Unplug and plug in your connector.
  2. Go to Home Charging in the app, pick Settings, then click Restore to Factory Default.
  3. Flip the circuit breaker for your charger.

If you continue to have problems, call us at 1-888-758-4389.

I see an error saying "Unable to connect to home charger" or "Can’t find home charger"

 

Make sure you are standing near the charging station and that Bluetooth is turned on. The phone communicates with your home charger using Bluetooth, so it’s best to be standing within a few feet of the station when activating it.

I see this error message during activation: "Unable to find WiFi network"

 

Make sure you are standing near the station and that you have WiFi signal on your phone. If you can’t get WiFi connectivity in your desired installation location, try another spot or consider a WiFi range extender. For more tips, see the answer to “I have problems connecting to WiFi” above.

I see this error message during activation: "Unable to add home charger to ChargePoint account"

 

Please try again. If the error persists, call support at 1-888-758-4389 for assistance.

I see this warning during charging: "Car is drawing more current than needed"

 

A possible fix for this error is to remove the charging connector from the car, wait about 15 seconds, and then plug it back in. If that doesn’t work, ensure that the input and output capacity are compatible, and the power source is set correctly in settings. If you see this problem often, call your car manufacturer.

I can't pair Alexa with Home.

 

Make sure your home charger is activated and connected to WiFi (the LED ring should be green if you're not plugged in) and that your phone has WiFi or mobile connectivity. If you still have trouble, request help here.

I’m having issues charging my Audi e-tron or Volkswagen e-Golf vehicle

 

You may be affected by a potential fit issue between the station’s cable connector and the vehicle’s charging port. Contact ChargePoint Support at 1-877-850-4562 (Mon -Fri, 5 AM PST -6 PM PST) to address.

Get Help Anytime

ChargePoint is always here for you. Call us 24/7 at 1.888.758.4389 or get help online.